It would be wonderful to have the person that is most familiar with an issue when you call up available on the phone immediately, but I understand that can't always be the case. There are too many different kinds of issues and you need a hierarchy for people to handle concerns. I've had some difficulties with some of their IP addresses being banned by certain mail servers. I think it's based on the size of their network that they manage and the fact that they have different users within C-blocks of IPs that might be spam sources affecting anybody else that's on that same network. It's a difficult problem to address, but it does affect us occasionally, and having your email rejected is not something any of us like dealing with. Typically, we try to reach out to the party that is blocking the IP address. On occasion, it takes contacting Linode and having them also reach out and request that the IP be unblocked. So far, that's been adequate.
